Customer Service Manager

Samantha Hawkins

Email: ********@**********.***

Address:

City: Cary

State: NC

Zip: 27511

Country: USA

Phone: 919-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Dedicated customer service manager with 2 years of experience in big box retail settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by and ensure the execution of all safety, security, quality and store operations policies.

Educational Background:

High School Dipolma from Wilson, Washington DC 1/2001 to 6/1995 (General)

High School Dipolma from Anne Arundel Community College, Washington DC 1/2001 to 11/2012

High School Dipolma from Central Missouri State University, Washington DC 1/2001 to 11/2012

Job History / Details:

Summary

Dedicated customer service manager with 2 years of experience in big box retail settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Highlights

Customer Service ManagementComplaint Handling & Resolution

Retail Operations Management

Proficient in Microsoft Office

Customer Satisfaction Enhancement Front-End Supervision

Team building & Training

Cost-Reduction Strategies

Order Fulfillment

Sales & Margin ImprovementExcellent Verbal & Written Skills

Great Team Player

Experience

June 2012 to Current

Xerox Cary, NC

Benefits Service Center Representative

Using a computerized system, responds to customer inquiries in a call center environment.

Responds to telephone inquiries and complaints using standard scripts and procedures.

Gathers information, researches/resolves inquiries and logs customer calls.

Communicates appropriate options for resolution in a timely manner.

Informs customers about services available and assesses customer needs.

Provides functional guidance, training and assistance to lower level staff.

Provides assistance, training and troubleshooting support to lower level staff.

Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.

Prepares standard reports to track workload, response time and quality of input.

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

June 2011 to September 2011

Capital One Bank Laurel, MD

Advanced Inbound Service Rep

Responsible for handling inbound phone volume for our banking call center.

Handle requests pertaining to their account via phone.

Responsible for ensuring compliance to policies and procedures.

Assisted business & consumer customers with products and services; made needs based referral/product recommendations.

Investigated the issues in order to implement a resolution.

December 2010 to February 2011

Optum Health Baltimore, MD

Inbound Customer Service Rep

Ensures quality customer service for internal and external customers.

Identifies and assesses customers' needs quickly and accurately.

Solves problems systematically, using sound business judgment.

Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.

October 2002 to July 2008

Wal-Mart Hanover, MD

Assistant Manager

Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Introduced procedures to eliminate high shrink in problem areas, including the front-end.

Responsible for completing daily deposits for the entire store.

Responsible for scheduling employees.

Served as lead coordinator for the Safety Team, which trained employees on how to limit safety risks.

July 2006 to May 2008

Verizon Wireless Hanover, MD

Senior Customer Service Rep

Answered inbound calls from the millions of Verizon Wireless customers in NE Region.

Completed bill analysis for customers .

Provided fellow team members support in the absence of immediate supervisor.

Investigated the issues in order to implement a resolution.

Completed basic troubleshooting for mobile devices.

June 1995 to March 1999

CVS Washington, DC

Pharmacy Technician

Entered prescriptions into database in order for them to be filled in a timely fashion.

Submitted insurance claims for prescriptions.

Counted and dispensed prescriptions to customers.

Maintained inventory and completed restocking as needed.

Completed customer transactions through registers.

Education

2014 Miller-Motte College Cary, NC

Associate of Arts Health & Medical Records Management

Currently working on Associates Degree - Health & Medical Records Management Major

2010 Anne Arundel Community College Arnold, MD

Associate of Arts Film Studies

Completed 21 credits - Film Studies/ Early Childhood Education Major

2000 Central Missouri State University Warrensburg, MO

Bachelor of Science Nursing

Completed 12 credits - Nursing Major

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